Various definitions of Customer Relationship Management:
1. CRM is an adopted strategy of activities which aim to support marketing initiatives, sales processes and other activities directly related to customer service and customer needs, along with taking into account the cultural patterns of behavior.
2. CRM is a pro-consumer strategy which requires enhancing the work processes by means of advanced technological solutions.
3. CRM is a set of various strategies of activities and interactive technologies which all aim to gain and maintain customers.
4. CRM is a continuous process which involves all the employees of the given company. A CRM system is oriented towards building loyalty as well as defining the “value†of each customer through continuous gathering of new available information and its appropriate processing.
5. CRM aims at enhancing and implementing the strategy of activity which, supported by advanced technologies, can reduce the discrepancy between the present and the future activities of gaining and maintaining customers.
6. CRM is a process of acquiring more and more knowledge about the consumer (knowledge, which is different from data) and using the acquired knowledge for improving the strategy adopted by the company in its business activity as well as for rapid responses to the needs of individual customers.
7. CRM is an advanced management model which addresses all requirements and needs of the customer. The purpose of CRM systems is to create such relationships with the customer that will directly result in increased income and productivity. Desired relationships with customers are generated by means of methods of strategic planning, various marketing techniques, tools for organizational improvement and advanced technological solutions.
8. CRM comprises all aspects of management with regard to satisfying customer needs. CRM systems put the greatest emphasis upon the use and improvement of consumer life cycles. The goal is to generate customer loyalty by satisfying their needs to the greatest extent possible and, secondly, to win new customers.
9. CRM is an IT term which refers to the methods, software and the possibilities of the Internet regarding the process of building good customer relationships.
10. CRM is a modern approach to management which integrates sales activities, order realization and the offering of services and coordinates all the processes which make up interaction with customers.